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A computer-facilitated method for matching incident cases using semantic similarity measurement
Monash University, Melbourne, VIC.
Monash University, Melbourne, VIC.
HP Labs, Palo-Alto.
2009 (English)In: 2009 IFIP/IEEE International Symposium on Integrated Network Management: IM 2009 ; [Hofstra University, Hempstead], New York, NY, USA, 1 - 5 June 2009, Piscataway, NJ: IEEE Communications Society, 2009, p. 10-19Conference paper, Published paper (Refereed)
Abstract [en]

This paper presents a new computer-facilitated approach for incident management to improve typical incident management. Our approach automates typical manual-based incident resolution process by proposing a new semantic similarity measurement between a given incident call and incident cases stored already in a case base. The proposed semantic similarity measurement distinguishes traditional similarity measures by incorporating additional useful information and exploiting semantic knowledge about features appeared in two incident descriptions to be compared. First, we state how typical incident management is processed and what its problems are. We then propose our automated incident resolution process with its core components. After that we introduce our identified additional useful information for our similarity measurement and describe how our similarity measurement algorithm is carried out. In an experimental evaluation, we show the technical coherence and feasibility of the proposed solution using a real dataset.

Place, publisher, year, edition, pages
Piscataway, NJ: IEEE Communications Society, 2009. p. 10-19
Identifiers
URN: urn:nbn:se:ltu:diva-30482DOI: 10.1109/INMW.2009.5195927Local ID: 45010260-e4d3-11de-bae5-000ea68e967bISBN: 978-1-424-43486-2 (print)OAI: oai:DiVA.org:ltu-30482DiVA, id: diva2:1003709
Conference
IFIP/IEEE International Symposium on Integrated Network Management : 01/06/2009 - 05/06/2009
Note
Upprättat; 2009; 20091209 (arkady)Available from: 2016-09-30 Created: 2016-09-30 Last updated: 2017-11-25Bibliographically approved

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CiteExportLink to record
Permanent link

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Cite
Citation style
  • apa
  • harvard1
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf